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Order-to-Cash Process Improvement Specialist

Job Location: ​Luxembourg​

Company description

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 38,767  dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.

Diversity Statement

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.

About the Role:

For our Ferrero HQs in Luxembourg, we are currently looking for an Order-to-Cash Process Improvement Specialist who will report to the Order-to-Cash Process Improvement Manager within the Operations Planning team.

As an Order-to-Cash Process Improvement Specialist your job purpose is to support the function in ensuring the spread and respect of the group guidelines on the Customer service process (policies and CS Tools Catalogue); guarantee the implementation of the main tools and the development of the identified programs (VMI, B2B Portal, OTIF, etc.) on the base of the area masterplan projects list; act as Group point of reference, in terms of process definition, design and architecture of reporting.

Main Responsibilities:


  • Educates on Customer Service model & Order to Cash Process mantra, acting as point of reference for the Group;
  • Guides Customer Service model & Order to Cash Process messages towards CS local teams.


  • Work on the review of ‘as is’ processes, supporting the adaptation to the new Customer Service model;
  • Designs detailed policies (e.g. GOS), guidelines & best practices for Order To Cash process;
  • Oversees Customer Service Tools Catalogue development & enrichment to consider existing available solutions, what could be useful and how it is possible to proceed to a gradual harmonization between geographies;
  • Supervises the conceptualization, development & roll-out of new IT tools with a continuous improvement mindset.


  • Work with SBD on Collaboration initiatives, addressing priorities on customers/ projects;
  • Coordinates Pilot projects with external customers for the Customer Service and Order-To-Cash related aspects and supervises the roll-out of the “way of working” to the Modern Trade Customers;
  • Support to define the OTC Guidelines in terms of suggested list of practices to Customer Service teams (e.g. orders optimization, percentage of direct deliveries, etc.);
  • Collaborate on analysis & understanding of logistic KPI affecting the overall cost of delivery at local/ customer level.

Who we are looking for:

Education & Background

  • University Degree in Business administration, Economics or equivalent;
  • The ideal Candidate should have experience (2-3 years) in Customer Service / Supply Chain environment;
  • Project management experience is a plus.


  • SAP ECC, BW and Power BI;
  • Knowledge of MS Office - proficiency in Excel (including macros) and PowerPoint;
  • Fluency in English is mandatory;
  • Any other language is considered a plus.


  • Excellent communications skills, both written and spoken;
  • Someone who has an enthusiastic and proactive attitude;
  • Ability to learn and react quickly – appropriately manage challenging and uncertain situations;
  • Ability to precisely synthesize relevant information, describe a solution and give confidence to senior stakeholders;
  • Business perspective view;
  • Customer Service Processes;
  • Excellent interpersonal skills to build working relationships and deal with all levels of seniority.

How to be successful in the role and at Ferrero:

Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world. 

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